Warning to SMEs – Misled, Mis-sold, and Left Unprotected

As a small business, we trusted this insurer to protect us against risks that naturally come with repairs. We explained clearly what we needed cover for, and their sales consultant assured us this policy was the “best option” and would cover those incidents.

Months later, after paying faithfully, we have discovered the truth: we were sold a policy that never covered us in the first place. We have effectively been paying for non-existent cover. That is not just bad service — it is deception.

When we submitted our claim, it was rejected with excuses that make no practical sense:

They say there’s no cover if the device is in our custody — but how can any repairer do their job without custody of the device?

They say there’s no cover for the “part being worked on” — but accidents happen exactly during work, and that’s the very reason we take out insurance.

Even worse, a previous claim was paid, and only now — after rejecting this one — are we told it was done “out of goodwill.” This inconsistency is suspicious and feels like moving the goalposts after the fact.

To add insult to injury, we were told our client must instruct an attorney and send a legal letter of demand. For a small business, attorney fees cost more than the claim itself. This feels like a deliberate barrier designed to force us into dropping valid claims.

SMEs, please be warned: this insurer misled us at point of sale, left us paying for cover that doesn’t exist, and now rejects claims on unreasonable grounds. We feel betrayed and cheated — and no business deserves to be treated this way.